Experienced Customer Success Specialist – E-commerce Technical Support and User Experience Enhancement

Welcome to blithequark

blithequark is a pioneering product company with a strong presence in Singapore and Vietnam, founded by visionary Vietnamese entrepreneurs. Our mission is to empower brands worldwide to create the most exceptional e-commerce experiences for their users. Since our inception in 2018, we have been growing rapidly, and by 2021, we are poised to expand our reach even further. We take immense pride in having supported over 100,000 customers to date, which has enabled us to establish ourselves as experts in e-commerce and product design.

Our Team and Culture

At blithequark, we have a talented team of individuals who are passionate about learning, developing, and excelling as product building specialists. Our goal is to craft convenient, delightful, and unparalleled user experiences. We are now seeking a like-minded professional to join our team and collaborate with us to build, learn, and grow together. If you are enthusiastic about solving problems, helping people, and making a significant impact on the e-commerce industry, we invite you to be a part of our journey.

Job Overview

We are currently looking for an experienced Customer Success Specialist to provide top-notch technical support to our corporate customers during North American business hours (9:00 am to 6:00 pm EST, Sunday to Thursday). As a customer-facing support engineer, you will be responsible for delivering live-chat-based technical support, ensuring ticket resolution, and guaranteeing customer satisfaction. Your contributions will have a profound impact on thousands of entrepreneurs and enterprises worldwide, helping them navigate their online business operations with ease.

Key Responsibilities

• Provide New User Education: Welcome new users, deliver thorough answers to their questions, and ensure a seamless onboarding experience.
• Troubleshoot: Communicate with users to understand their issues, provide timely updates, and resolve problems in a friendly and efficient manner.
• Maintain Coverage: Monitor live chat and email during designated time blocks to ensure our support team and users receive prompt assistance.
• Conduct Case Escalation: Collaborate with the Technical Support team to escalate code-related threads or potential bugs, ensuring timely resolution and minimal downtime.

Requirements and Qualifications

To excel in this role, you should possess the following essential qualifications:

• 3+ years of experience in customer support for a US-based tech company, preferably a software company, with live-chat support experience being a significant advantage.
• Experience and background in handling HTML/CSS/Javascript, with a good understanding of e-commerce principles.
• Fluency in English, demonstrated through excellent communication and writing skills.
• Flexibility to work odd hours on a set schedule, depending on your location.
• A positive attitude, a desire to help people, and a stable, high-speed internet connection.
• Tech-savvy, with technical support experience being a huge plus.
• Experience building a website with platforms like Wix, Squarespace, WordPress, or Weebly is a desirable asset.

Preferred Qualifications

In addition to the essential requirements, we prefer candidates with:

• Previous experience in e-commerce, with a deep understanding of the industry's challenges and opportunities.
• Excellent problem-solving skills, with the ability to think critically and outside the box.
• Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
• A passion for learning and growing, with a desire to stay up-to-date with the latest technologies and trends in e-commerce.

What We Offer

At blithequark, we offer a competitive salary package, depending on your skills and experience, as well as a range of benefits, including:

• Yearly Salary Package: 13th-month salary bonus + Performance bonus: up to 3 months.
• Clear vision of your career progress: performance review with potential for raise 2 times per year and Team Leader promotion opportunity.
• Days off: 12 annual leaves/year.

Why You'll Love Working at blithequark

By joining our team, you'll have the opportunity to:

• Learn product-thinking and customer-centric mindset, with a focus on delivering top-notch customer experiences.
• Collaborate with a young, passionate, and supportive team, working together to achieve common goals.
• Develop a deep understanding of world-class products and services, with the opportunity to become an expert in your field.
• Own valuable customer relationships in one of the fastest-growing industries, with the potential to make a significant impact on the e-commerce landscape.

Conclusion

If you're a motivated and talented individual with a passion for customer success, technical support, and e-commerce, we encourage you to apply for this exciting opportunity. Join our team at blithequark and be a part of our mission to revolutionize the e-commerce industry. Apply now and take the first step towards a rewarding and challenging career with a company that values innovation, collaboration, and customer satisfaction.